Many times to find information related to the SLA violation of a ticket I found myself going through Freshdesk logs or I had to pull API to get ticket statistics; also sometimes I just wanted to know which agents were available or simply why a ticket was assigned to a specific agent and I miss the clear and transparent way in which Freshcaller shows the lifecycle of the call.
I fully understand that we have within the ticket the "show activities" option that shows you all the event log of the ticket but I am missing some summary data that would help me to identify at a glance the essential statistical data of the ticket and especially the ticket assignment part where I can see which agents were available to attend that ticket.
I leave you some modified screenshots with the information that I consider useful and I will be waiting for your opinions about it.
Looking forward to hearing from you
Thank you
